Customer Service Representative

Under general supervision, the Customer Service Representative will provide service and administrative support to the Service team. Troubleshoots customer problems with Company products. Records information in database pertaining to returns, repairs, product pricing, orders, etc.

• Interacts with all our customers up to and including: sales representatives, distribution centers, resellers, and consumers, to handle customers enquiries, complaints, and emergency cases
• Performs administration duties to support service team, up to and including: phone support, customer products return, and any other administrative support required
• Processes service orders and responsible for the accuracy of data entered Salesforce, CSP Service Cloud and SAP. Checks service repair status and products/parts availability
• Performs spare parts replenishment, including but not limited to master data, purchase orders, stock transfer orders and pricing in SAP
• Performs products basic inspection and replacement
• Supports sales team by developing and maintaining positive customer relations, with clients/customers, which can substantially affect service and/or product revenue(s)
• Works with various departments to meet Sales / Service goals
• Supports the department to provide analysis and report
• Work as a point person for enquires from customers and other supports functions.
• Supports projects and participates Global team meetings in the evening occasionally
• Other duties as assigned

• Bachelor’s degree in any discipline, or minimum of 4 years of customer service experience in the manufacturing or trading field
• Excellent verbal and written communication skills in English and Cantonese is a must, fluent Mandarin preferred
• Ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
• Strong customer service skills with good problem-solving abilities, attention to detail and, strong sense of responsibility and a good team player
• Ability to work independently, receiving little instruction on daily work, but receiving general instructions on newly introduced assignments
• Understands basic application of consumer electronic products
• Good computer skills, preferably in MS Office, SAP and Salesforce